FIT2002 Lecture Notes - Lecture 8: Pareto Chart, Iso 9000, 5 Whys
13 May 2018
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• Quality according to ISO – degree to which a set of inherent characteristics fulfils
requirements. Also conformance to requirements, fitness for use.
• Three main processes of project quality management:
o Planning quality management - planning
o Performing quality assurance - executing
o Performing quality control – monitoring and controlling
• Planning quality – implies ability to anticipate situations/prepare actions to bring about
desired outcome. Important to prevent defects by:
o Selecting proper materials
o Training people in quality
o Planning process that ensures good outcome
• Design of experiments – helps identify which variables have most influence on overall
outcome of a process.
• Features – syste’s special chaacteistics that appeal to uses.
• Performance – ho ell a poduct o seice pefos the custoe’s iteded use.
• Reliability – ability of a product/service to perform as expected under normal conditions.
• Modern quality management:
o Requires customer satisfaction
o Prefers prevention to inspection
o Recognises management responsibility for quality
• ISO 9000 – cycle of planning, controlling, documenting quality in organisation
• Improving quality strategies:
o Leadership
o Understand cost of quality – cost of conformance plus cost of non-conformance
o Focus on organisational influences etc
o Maturity models – framework for helping organisation improve their processes and
systems. Systematically more mature processes.
• Cost categories related to quality:
o Prevention cost
o Appraisal cost – evaluating processes and their outputs to ensure quality
o Internal failure cost
o External failure cost
o Measurement/test equipment costs
• Main outcomes of quality control are:
o Acceptance decisions
o Rework
o Process adjustments
• Cause and effect diagrams trace complaints about quality problem back to responsible
production operations – can use 5 whys.
• Control chart – illustrates results of a process over time. Purpose to prevent defects.
• Seven run rule is useful for quality control.
• Histogram – bar chart of a distribution of variables.
• Pareto chart – histogram that helps identify and prioritise problem areas.
• Run chart – displays history and pattern of variation of a process over time.
• Sample size formula – 0.25 * (certainty factor/acceptable error)^2
• Six sigma – perfection is no more than 3.4 defects per million opportunities. Follows five-
phase improvement process – DMAIC – define, measure, analyse, improve, control.
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